Customer Support Specialist

2 weeks ago

Seattle, United States Heatcon Inc Full time $25 - $27
Job DescriptionJob Description

Summary

Provide effective and efficient interface between outside sales organizations and internal business systems and personnel regarding quotations, order entry, and order tracking through shipment. Primary product responsibility is materials distribution, with support activities for other product lines on an as-needed basis.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Provide customers with timely and accurate price quotations; research and contact suppliers, as appropriate; review and follow-up on customer quotes; and enter customer orders.
  • In conjunction with Cost and Contracts Administrator, review, understand, and ensure compliance with complex customer terms and conditions for international purchase orders, prior to order acceptance.
  • In conjunction with Cost and Contracts Administrator, review, understand, prepare, and ensure compliance with complex document requirements for international shipments, such as commercial invoices, Certificates of Origin (COs), and Company Certificates of Compliance (COCs).
  • Follow order progression, beginning with the original quotation and concluding with product shipment.
  • Develop and maintain professional working relationships with internal and external customers and sales representatives.
  • Proactively communicate with customers and vendors; provide immediate assistance to telephone inquiries and timely responses to customer e-mails while working within the policies and guidelines established by the Company.
  • Update management through verbal and written communication of territory analyses, as requested.
  • Receive, screen, and route phone calls in an expedient, efficient, and professional manner.
  • Provide support to other sales personnel on all pre-sale and post-sale activities including order processing, vendor relations, shipping and receiving, follow-up, and training, as necessary.
  • Develop and maintain professional knowledge of Company products, services, marketing collateral, and catalogs, especially those in regards to materials.


  • Identify inactive customers, analyze past orders, and initiate customer contact to generate return business, particularly with regard to shelf life limited materials.
  • Identify concepts, processes, products, and services that can be implemented to add to the value of the business relationship.
  • Interface as first point of contact for customer complaints and utilize effective judgment to refer appropriate complaints to Sales Manager - Materials and, if necessary, the quality department, and actively assist with resolution by investigating problems, identifying possible solutions, and making recommendations to management.

Supervisory Responsibilities

This position does not have supervisory responsibilities.


Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education and/or Experience

High School diploma or general education degree (GED) and four years of prior work and/or training directly related to composite material distribution, with preference given for direct sales and/or contract administration related to these products, or equivalent combination of education and experience. Must have general knowledge of composite curing processes, composites materials and equipment, and electromechanical knowledge that is specific to heat and control systems. Must possess strong analytical skills, including but not limited to, calculation of various measures of cost and calculated price based on gross margin.


Computer Skills

Proficient with a personal computer, word processing programs, ERP or MRP software, and spreadsheets and ability to type.


Language Skills

Ability to effectively present information to customers, employees, and management. Ability to respond to inquiries or complaints from customers. Must be able to write professional correspondence. Must have strong customer service and persuasive skills. It is highly desirable that the incumbent possesses bilingual or multilingual verbal and written skills.


Mathematical Skills

Ability to apply concepts of arithmetic, algebra, and geometry to calculate figures and amounts such as discounts, product pricing, profit margins, and Ohm’s Law.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk, stand, balance, sit for prolonged periods, speak clearly, and hear. Specific vision abilities required by this job include close vision and ability to adjust focus. The employee is regularly required to use fingers, hands, and arms to manipulate and shuffle documents, use writing instruments, and type on a keyboard. The employee must occasionally lift and/or move 25 pounds.

Safety Rules

Employees are required to know and abide by all safety rules and programs. Employees must observe and practice safe working conditions and report any condition that does not meet safety standards. Under state law, employees have a duty to immediately report all accidents to their employer. Work areas should be kept clean and well-organized.


AAP/EEO Statement

HEATCON® is an affirmative action and equal opportunity employer - Minority/Female/Veteran/Disability. Applicants are considered based on knowledge, skills and abilities, without regard to race, color, religion, creed, gender, national origin, marital status, sexual orientation, age, protected veteran status, disability or any other basis protected by federal, state or local law.

Work Environment

Drug-free working environment. Usual office conditions.

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